ComplaintsforServpro of La Grange Park / North Riverside

• Initial Complaint

  04/10/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This matter concerns a construction contract for work Serv Pro has not completed at my house. They already have been paid (in what appears to be an ****** aggressive and confiscatory terms) 75% of the initial contract agreement. The agreement stems from water intrusion in my upstairs bathroom and minor painting in some parts of the house. Terms were reached in a contract started in October 2023 for $18,750.75. Terms called for half of the payment to be made upfront, which is reasonable and customary. Serv Pro also received an additional payment for 25% on November 20. Serv Pro further overcharged me by ******** for bathroom tiles (payment made on Jan. 16) for tiles that are still not put up yet. They had been put up but shoddy workmanship meant they had to be taken down. (I have a video of the worker saying the wall board was put in so poorly -- crookedly -- that the tile could not be put in straight. Serv Pro is now asking for more money to increase its payout to 90% of the contract. Please see the photos, which accurately depict what that bathroom looks like now and has looked like for the last three months. They have halted work three times now to ask for more money. I want Serv Pro to complete their work with a better, acceptable, level of quality and then to clean the premises for re-occupation, as required by the contract. The remaining payment would be made then. I also want to be compensated for uncovered expenses and the long time period we have been forced out of our home because Serv Pro refuses to finish the bathroom (a one-bathroom home) so that we may reoccupy. We have been out of our home since July. During 90% of the days since we came to agreement with Serv Pro, no workers were in the home and no work was being done by Serv Pro. They have acted in a truly predatory sense. Both my wife and I are disable and we are an interracial couple. I'm not sure those are factors. I'm not sure they are not factors.

  Business response

  04/11/2024

  The last date of work was March 7th.The job has been delayed Primarily the Homeowners custom medicine cabinet taking 5 weeks to arrive and the Non-payment following their contracted payment schedule. The ********* do not believe they have to follow the payment process they agreed to (this has happened before on the 2nd payment as well) because they feel we haven't done enough work despite the bathroom being completed and then torn down at no cost to the customer due to them not liking how it turned out, and as such we were waiting for the medicine cabinet to come in so we can complete the bathroom again, all while we continued other work. The only work left is the bathroom and touch *** to the paint. We are now waiting for the 3rd payment as per their signed contract, ready to be completed once payment is in. As for the remaining trash in the living room, this was left by ******************* during the mitigation work (original drywall, baseboard, trim) that we are now forced to clean up on our dime.Please see attached Photos and Transcripts for additional information.

   

  We will be resuming work but need to still receive the payment as the payment schedule states in the contract.  Contracts are in place for the owners and the contractor's protection and they have to be followed as they are written and agreed to when signed.   
  
  Additional notes from ********:
  
  In regard to ********************************* home, work was originally on track to finish. The final items needed to be done at her house were grouting the tile that was installed as well as painting a door and a window casing. we were called into the home by *******************************, stating that we had not left a recessed box opening in the tile where her medicine cabinet would be located. This was after she had changed her mind several times on what type of medicine cabinets she would be getting. Once she realized that the medicine cabinet, she had chosen supposedly was a Recessed cabinet, she began to complain about the tile work. *** explained to her that the tile she had chosen was a glass tile and since it had a matt ******** finish, Imperfections would show up regardless of how good the cuts to the tile were, he let her know that it was inevitable to get chips in this type of tile. *** gave her an option of getting brand new tile that would be a much better install and much better to work with and she refused the idea.She also went on to say that ***** from ****' team was the one to make her choose that tile when ***** has nothing to do with a homeowner's material selection. Then she went on to blame ****** saying he was the one to choose the tile for her, but this was also a lie. she showed me and *** messages between her and ****** and at no point in the conversation did ****** suggest the tile she chose. *** and I decided to completely redo her bathroom tile out of pocket so that she would be content with the tile work done. This was almost a $4000 expense that *** had to cover. 
  
  We had ***'s team in her home by March 7th, ready to start the tile work, however she kept going back-and-forth telling us that the medicine cabinet was a recessed mount but the pictures and description that were shown to us stated that the medicine cabinet was wall mounted. ***, ****** and I decided that it be best to wait for the actual medicine cabinet to arrive before tiling the wall or doing additional work and building out a box for the recess cabinets to fit. 
  
  The medicine cabinet took around one month to be delivered, which is why no work has been done in her home. ****** as well as I would go every day to check up on the delivery status of the medicine cabinet. The last day we had anyone in that home was March 7th.
  
  When the medicine cabinet finally arrived, I went to pick it up and bring it inside the house to inspect if it was wall mounted or recessed cabinet and despite ****** swearing up and down that it was recessed, the cabinet ended up being wall mounted.
  
  These delays that we are having are all due to the material options and choices that ******************************* and her husband have made. we have tried to advise against their decisions and explain to them all the consequences that could happen from selections, and they have decided to ignore all warning signs.
  
  In regard to the trash, ****** as well as I told both ********************* to please get rid of it asap. this was told to them about 2-3 times. 
  
  I Believe that about 90% of the trash in the picture is "The original mitigations team (*******************) trash".
  Regardless of who's trash it is *** is willing to be there tomorrow morning to remove the trash all completely. 

  EMAIL SENT FROM ******** - 4/11/2024 @ 1:09pm

  ****** and ****,
  I have spoken to *** from 5 star in regard to the trash removal and tile work. ***, let me know that the trash removal will be done either tomorrow or Monday and the tile work will resume Wednesday, Thursday and Friday of next week. 
  Please reach out if you have any questions or concerns.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 14, Servopro called in urgent need of water restoration from a list given by travelers insurance for basement flooding.Due to holiday,manager came January16th.After it was discovered that the electrical load was too much for my electrical circuits.I noted that many fans tripped off again on the 17th.I used different outlets to decrease load on circuits,Added my own extension cord to upstairs to run the equipment.18th,the fans were all running with addiitional extension cords. I spoke with the manager and he said that he would only charge for 4 days of equipment.2 options were given, removing exterior wall drywall/insulation/damaged wood/exterior wall cabinetry for $14,000 or removing interior wall drywall for added cost. We verbally agreed to $14000.They removed interior bath vanities unnnecessarily,They cut into and broke the exterior wall kitchen granite,tile, and removed the sink, but left the cabinetry in place, stating that after pulling my dishwasher out, there was no water damage and didn't need to do anything else to the kitchen.With removal of one vanity, they created another source of water leak that is ongoing because they didn't cap the plumbing, 3 of the 4 closet shelving systems were broken,The utility sink in the control room was pulled out of the wall.They offered to remove additional items from the basement that I wanted to dispose of on the 21st.I marked items for disposal with blue painters tape.23rd,i discovered several items from my basement were missing(3 large expensive professional roll top chaffing dishes($700-$900 each))and the lid of a $200 60 cup percolator.They claimed they were removed due to water damage.No communication with me.The dishes minus the percolator lid were returned upon my request.I was promised they would return to fix everything.They did not contact me for a week or return my calls.They followed up one week later with a $21000 bill.Insurance has already paid $10000.They have pictures.They were a ****************

  Business response

  02/23/2024

   This customer had a cap of $10,000. I met the adjuster onsite an did a walk through him and the husband. Both the husband and the wife knew they had a limit.  The adjuster told them he would pay us the limit and the reset would be out of pocket.  I gave the customer 2 options $15000 and ******** ended up doing more work as requested and the owner was only there on certain days, so equipment went longer. We went out on the weekend to take care of structure and contents. Only complained about the contents ***** is aware.We did a credit on the invoice for $250.00 for the lid and the shelving poles.I spoke to her on the final billing, and she would not listen to me. Flat out told me she was not paying and would be sending us a bill. She believed the walls and the vanity cabinets and kitchen cabinets did not need to come out I told her they need to come out to dry out the structure properly.  This is a simple case of the work was completed and the owner does not want to pay for the work performed.  As you can read below all of the work was completed and approved by the insurance company.  Even if a value was given unexpected items come up as humans are not able to see through walls and it is called an estimate.  ************* companies set the prices for the mitigation companies we just fill in the scope of work.  As for the electrical issues of him home that was not brought to our attention until today as a means to somehow discount or distract from the work that was completed and approved by the insurance company who is paying for the work performed.  Below are 3 emails.  First is the approval of the work to be performed and paid for by the insurance company and the second is the email letting Travelers and Servpro Corporate know of the lien being placed and third is an email of a conversation with the owner where it is stated they are not going to pay any amount and would not provide an email address.

  INSURANCE APPROVAL

  To: *******************
  Subject: I3W3347
  Ben,
   
  It was a pleasure speaking with you today. Thank you for confirming coverage for the water loss claim I3W3347 at the **** residence located in ***************, ** . This email is to confirm coverage for us to move forward with mitigation services that *** include but are not limited to: content manipulation, floor protection, removal of drywall, insulation, baseboard, flooring (tile/carpet and pad/wood), clean and spray with antimicrobial, PPE, place drying equipment (LGR dehus) and containment as needed. If any special circumstances arise, we will contact you prior to moving forward.
   
  Below is the scope for documentation purpose, as we discussed there is a $10,000.00 policy limit. You are going to be onsite at 9am tomorrow 1/17/2024. I will have either my PM or Operations Manager meet you to go through the scope and speak with you and the homeowner to get a plan together to move forward with mitigation.
  
  SCOPE:
  KITCHEN
  oremove granite countertops 
  oRemove all lower cabinets 
  oDetach dishwasher 
  oDetach stove
  oCore holes on interior walls
  o2 flood cut exterior walls
  oTear out insulation up to 2
  o2 hours content manipulation (need to pack out lower cabinets)
  
  FRONT ROOM
  otear out carpet due to delaminating 
  oTear out padding 
  oTear out baseboards 
  oCore holes in interior walls
  o2 flood cut exterior walls 
  oRemove insulation up to 2
  
  TV ROOM
  otear out carpet due to delaminating 
  oTear out padding 
  oTear out baseboards 
  oCore holes in interior walls
  o2 flood cut exterior walls 
  oRemove insulation up to 2
  o1 hour of content manipulation ( need to move furniture to remove carpet and padding 
  
  CLOSET 1
  otear out carpet due to delaminating 
  oTear out padding 
  oTear out baseboards 
  oCore holes in interior walls
  o2 flood cut exterior walls 
  oRemove insulation up to 2
  o1 hour of content manipulation ( need remove wet boxes and contents to remove carpet, padding, and core holes or flood cut) 
  
  CLOSET 2
  otear out carpet due to delaminating 
  oTear out padding 
  oTear out baseboards 
  oCore holes in interior walls
  o2 flood cut exterior walls 
  oRemove insulation up to 2
  o1 hour of content manipulation ( need remove wet blankets and contents to remove carpet, padding, and core holes or flood cut) 
  
  FURNACE ROOM
  o2 flood cut drywall
  o2 hours content manipulation (lots of affected contents that need to separated from the non affected contents)
  
  UNDER STAIRS CLOSET
  otear out carpet due to delaminating 
  oTear out padding 
  oTear out baseboards 
  oCore holes in interior walls
  
  BEDROOM
  otear out carpet due to delaminating 
  oTear out padding 
  oTear out baseboards 
  oCore holes in interior walls
  o2 flood cut exterior walls 
  oRemove insulation up to 2
  o1 hour of content manipulation  (need to remove furniture to so we can tear out carpet and pad)
  
  BEDROOM CLOSET
  otear out carpet due to delaminating 
  oTear out padding 
  oTear out baseboards 
  oCore holes in interior walls
  
  HALLWAY
  otear out carpet due to delaminating 
  oTear out padding 
  oTear out baseboards 
  oCore holes in interior walls
  
  STORAGE 
  o.5 hours of content manipulation (clearing out closet)
  
  PRIMARY BATHROOM 
  oremove vanity
  oAttempting to dry tile walls in place ( need COC to 2 floodcut incase walls dont dry in acceptable time)
  
  BATHROOM
  oremove vanity
  oAttempting to dry tile walls in place ( need COC to 2 floodcut incase walls dont dry in acceptable time)
  
  PRIMARY BEDROOM
  otear out carpet due to delaminating 
  oTear out padding 
  oTear out baseboards 
  oCore holes in interior walls
  o2 flood cut exterior walls 
  oRemove insulation up to 2
  o1 hour of content manipulation ( need to move furniture to remove carpet and padding 
  
  PRIMARY CLOSET
  otear out carpet due to delaminating 
  oTear out padding 
  oTear out baseboards 
  oCore holes in interior walls
  o2 flood cut exterior walls 
  oRemove insulation up to 2
  o1 hour of content manipulation ( need remove wet boxes and contents to remove carpet, padding, and core holes or flood cut) 
  
  Please note: This email is for documentation purposes only, if you have questions please feel free to respond or contact me at the phone number in the signature.

   

  LIEN EMAIL

  Subject: RE: Traveler's Claim # I3W3347 ******************* - Intent to lien notification

  Good afternoon *****, 
  We have forwarded to the Program Manager to inform him of the intent to lien. 
  Thank you,        
  ********************; |  Key Accounts Manager
  SERVPRO Headquarters  |  ************

  NOT GOING TO PAY ANY AMOUNT

  Subject: ******************* - DISPUTE
  Importance: High
  
  ****, 
  
  I just spoke with *******************, she said she refuses to speak with me regarding the remaining balance on the job. I asked politely why. She said she only wanted to speak with a manager in charge, she stated that we have completely demolished her home and she hasnt received any calls back or response from anyone in over a week and half. She would not provide me with a email, so she hasnt even seen the balance owed. She stated she does not plan to pay it, whatever the amount is. ***** wants to speak with you, this is her # ************.

  Customer response

  02/29/2024

   
  Complaint: 21334849
  
  I am rejecting this response because:

  Claim No 13w3347
  DATE OF LOSS: 1/14/2024
  DATE EQUIPMENT WAS RETRIEVED FROM HOME AND COMPANY CLAIMED COMPLETION: 1/24/2024
  Response by ******************* at *************************************************************************
  
  In January, I discovered  water damage in my home that prompted a call to my insurance provider. That provider gave me the number for ServePro Restoration which I promptly called. The estimator assured me they would be able to complete the water restoration service and that this service would include equipment setup, debris haul, floor and wall protection , protection to all personal items, and regular monitoring of all on-site work and equipment. ****** verbally gave me an ****** of around $10,000. 
  
  On January 17th, the Estimator, **** told me that he estimated the total damage to be $14, 000 to $17,000 which meant that minus the insurance payment of $10,000, I would be paying anywhere from $4,000 to $7,000 additional. Our contractual understanding was that my insurance would pay $10,000 and I would pay the remaining balance of $4,000-7,000.  I also brought to ***** attention the equipment wasn't fully operational, because ******'s crew didn't ensure the equipment was working on departure. He reassured me he would only charge me 4 days worth of equipment. I again expressed concern about damage to my home with the equipment being hauled in etc. and was assured that everything would be protected. In one bedroom, they placed soiled items on my unprotected bedding, essentially making the entire bedding set unusable. I packed all of my personal items and also designated certain items to be hauled away with the damaged property from the water. The other items were boxed up and put in a secure location.
  
   I first noticed an issue when I realized that my restaurant grade chafing dishes were missing. They had been carefully packed and stored in boxes away from the workers. When I inquired about them, I did not  get a response for days and then finally was told that they may have been taken out of the home and put in a warehouse to dry them out. Were they not drying out my basement? Why would they need to be removed from my house without my consent. This was unacceptable as these were costly precious items taken from my home without my permission or knowledge. I asked for them to be returned and was met with complete silence and *************************. Why did they not tell me they took them? What else did they take from my home? They essentially stole from my home.
  
  Additionally, upon inspection, I noticed that my cabinets had been pulled from the walls. This was not something that had been discussed with me. I consented to only exterior cabinetry. Again, I asked for clarification and was told this was necessary to dry the walls completely. ****** the main ******* had told me the walls were still intact in the kitchen and did not show water damage. So why were my cabinets in the kitchen pulled off the walls and granite countertops cut and damaged when there was no sign of damage? Additionally, as a result of this aggressive, unauthorized action, I noticed damage to my walls,floors, and shelving systems. This damage required me to hire additional people to repair all of the damage left by Servpro. ****** reassured me that he would come and repair all damages incurred by his crew.  I never heard from him again. The entire area was left in terrible condition that caused me extra stress and expense. 
  
  Most importantly, any requests for explanation was met with complete silence. I attempted to contact the company for a week for some understanding of what had happened in my home and for a solution to the damage left in my home. Instead, I received a new invoice for $21,493.68, with no explanation again. I did not agree to the cabinets being pulled off my walls and to all the damage done in my home, i agreed to necessary action to prevent mold growth I was then sent a letter saying I had to pay the invoice or face legal remedies.
  
   At no time did this company assure me of their work or fulfill their duty of explaining what the additional fees entailed. I was bullied and intimidated into paying a larger amount and was refused a simple request to get clarification on my invoice. As a consumer, I am entitled to withhold payment until I receive clarification on what exactly I am paying. I am also entitled to work being completed thoroughly and expeditiously. In this case, the only thing ServePro needed to do was to fix the damage done to my property, communicate effectively with me and honor the previous estimate it had given me. I have no issue with paying the amount we had previously agreed upon but I am well within my rights to ask for the return of my personal items and to have the damage corrected in my home. Instead, ******** sent me a notice of a lien when it could have honored its obligations and/or simply communicated with me. 
  
  It must be noted that at no time was I offered a resolution nor did ServePro act accordingly to the stipulations in 815 ILCS 513/) Home Repair and Remodeling Act. For one, I did not receive an arbitration clause that would allow me to use an arbitrator in this dispute. 
  
  Per (815 ILCS 513/15.1, they were obligated to do so as stated here:
      Sec. 15.1. Notice of contractual provisions.
      (a) A person engaged in the business of home repair and remodeling, that prepares or presents a written offer for home repair and remodeling to a consumer, shall advise the consumer, before the contract or agreement is accepted and executed, of the presence of any contractual provision that requires the consumer to: (i) submit all contract or agreement disputes to binding arbitration in place of a hearing in court before a judge or jury; and (ii) waive his or her right to a trial by jury.
  
  Also, c) Failure to advise a consumer of the presence of the binding arbitration clause or the jury trial waiver clause or to secure the necessary acceptance, rejection or consumer signature as provided in this Section shall render null and void each clause that has not been accepted or rejected and signed by the consumer.
  (Source: P.A. ******, eff. 1-1-06.)
  
  Second, their actions go against the public policy outlined in this statute and encourage bullying and intimidation as a means to extract more money from home owners who are already stressed due to water damage in their home. Their cavalier attitude and dishonest estimates and price gouging are exactly the issues that this statute, The BBB and other consumer laws strive to avoid. 
  Sincerely,
  
  *******************

  Business response

  03/14/2024

  Attached you will find all of the paperwork that was given and signed off by the customer.  ATP, CI, CE, COS Invoicing after the work was completed.  We have also follow-up and have sent emails on the request for payment.  We are in our office 5 days a week from 7 am till 4 pm and have all of the phones under 24 hour answering service where all calls are documented and trans scribed. 

  All of the documentation is in our files. photos readings 360 photos of the loss space.  All of them are too large for this system but we have them as well.  5 @ 8MB is not going to be enough for all of the documentation we have.  We removed all of the items that were marked in blue tape, as instructed. We have photos with time stamps on them. 

  HOMEOWNER STATEMENT "They offered to remove additional items from the basement that I wanted to dispose of on the 21st.I marked items for disposal with blue painters tape.23rd,i discovered several items from my basement were missing(3 large expensive professional roll top chaffing dishes($700-$900 each))and the lid of a $200 60 cup percolator."     If we had more room in this program I could put more photos of items, they had us dispose of.  I have attached the photo of some items they state they are missing.  They asked us to remove them.  

  Please reach out Mon- Friday from 8-4pm cst and I am sure someone will answer the phone and can answer any questions you have but as far as the scope of work and the items in the rejection you sent. they have all been addressed, explained prior to the work being done, during the work being done, by the insurance company and the owners have signed off on the work being completed 2 times on 2 different forms.  Since a 10-day demand has been sent. the next replies are going to have to come from the collection agency that we hire to gain funds from jobs that are in the late or delinquent.  

  Emails that were sent:

  Thu 2/15/2024 11:02 AM

  Good Morning Rifat,
  
  I received a request to send you the billing documents via email. Attached is the invoice which reflects the $-250 credit back to you and the $10k received from your insurance company. Also, attached are the documents you have signed, which state that youd be responsible to for any services/charges not covered by your insurance company. I have also attached a copy of the 10 day demand letter that was originally mailed to your address. If we do not receive payment in full by the date established in the 10 day letter,we will then start the process to file a lien on the property due to nonpayment. 

  Thu 2/15/2024 12:01 PM

  Good Morning Rifat,
  
  I received a request to send you the billing documents via email. Attached is the invoice which reflects the $-250 credit back to you and the $10k received from your insurance company. Also, attached are the documents you have signed, which state that youd be responsible to for any services/charges not covered by your insurance company. I have also attached a copy of the 10 day demand letter that was originally mailed to your address. If we do not receive payment in full by the date established in the 10 day letter,we will then start the process to file a lien on the property due to nonpayment. 

  Thu 2/15/2024 2:08 PM

  Hello *****,
  
  Im unsure if you received the second attempt of sending the email, so I am just going to send documents to this email as well. As of right now it hasnt came back undeliverable but just incase. 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had a house fire in ******* ********. Servpro was hired by State Farm to move all our personal items out of our home. Once moved to their facility they were supposed to clean our items. Remove the smoke smell and soot before packing and storing. They informed us that they didnt get paid on time and that why they packed our belongings dirty. They put a lien on our property and refused to talk to us after only speaking with them a few times letting them know that our hands are tied until State Farm issued payment. I did make a deposit for $4,200. The bill was paid in full in the amount $27,000 before leaving ********. And once we received our personal items from ******** to ************** as the movers were bringing in the boxes and furnitures you could smell smoke. As we began to open boxes and unwrap furniture everything was covered in soot. Also broken items. For a example our expensive headboard was broken from one side to the other side. The movers supervisor informed me that when they pick up our items the headboard was broken and Servpro was aware of it and they will be calling me to inform me that they are aware that the headboard is broken before loading the truck and the movers took a picture. They never called me. I reached out no one had a answer. Prior before we received our items and before payment they were rude and very disrespectful in phone conversation and by putting a lien on our property and not completing the job they were hired to do and were fully paid by my insurance company. I reached out to them once we received our belongings no one wanted to talk to me. I reached out to their Attorney and he stated I need to seek help. )

  Business response

  09/14/2023

  This is with legal, and they will determine the outcome.  Thank you.

  Customer response

  09/15/2023

   
  Complaint: 20545579
  
  I am rejecting this response because: Servpro was paid to clean all items and furniture. Nothing was cleaned. They need to refund the cash for the job that were done. Once again they were supposed to clean everything before packing and storing.  
  Sincerely,
  
  ***********************

  Business response

  09/26/2023

  As you can see by the estimates and the amount owed you failed to pay the full amount.  Also, there is nowhere in the estimates that it stated we would clean the content of the home.  Moving it out and storage of the item and return of the items (no unpacking) (no return other than the address it came from) We were short paid and used. 

  You had another company clean clothing and soft goods in which you short paid them as well. 

  We never received the payment for the board-up, you had us produce the estimate for the reconstruction, get it approved and then did none of the work while under contract with us. 

  As I stated before. this is with legal, and it is a closed issue with the BBB as it is with lawyers.  

   

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a severe flash flood on July 2, 2023. I called Servpro to help with water damage after our basement flooded. They showed up, took a couple of couches and chairs as well as some other junk - then sprayed a chemical cleaner all around and left. My complaint is that they broke my back door and another door in the basement during their "service", threw away things that shouldn't have been thrown away, did a half-assed job, and they left a bunch of furniture in front of my garage. They told me that they didn't have room in the truck and would be back later that day to pick up the rest - it took them almost a week to pick up the remaining stuff sitting outside, and only after several reminders from me. In total they were at my place for less than an hour, did next to nothing in terms of remediation or restoration, broke 2 doors, left junk outside, and had the audacity to charge $1,000 for this "service". I was told that the price would be negotiated in person, but it never was. They never sent me a receipt of any kind either. After they left I noticed that there was still wet junk all over the place that they missed. What the h*** did I pay for? This felt like a robbery. I'm certain this company is a grift that preys on people during crises. Don't ever hire these scammers for anything - they are unprofessional to say the least, and will likely break things and steal too.

  Business response

  08/01/2023

  Attached you will find the forms that the home owner signed for the disposal of the items in the home that were affected by the sewage loss.  You will also find the forms signed by the home owner that they did not want us to perform full services and waived their right to have us do the demo / mitigation as set by the ***** when dealing with CAT 3 water.  I would like to also show you the photos of the job but your system does not allow more than 5 attachments.  The job photos show the clean work that was completed and that the damage to the doors is not something we had done.  The job was done to the scope of work that the home owner would allow us to do and it was done professionally and well.  We consider this a closed case and would love to be able to send the photos of the loss if you have a system that would allow us to do so.

   

  Servpro ************

  Customer response

  08/02/2023

   
  Complaint: 20400873
  
  I am rejecting this response because: This is an unacceptable scam. I haven't received a receipt or any paperwork until today August 2nd, 2023. The invoice was one line that just said "water remed" and it was dated for July 27th, 2023. To think that less than an hour of time of the most half assed work is billed at $1,626 is just gross to me. I have pictures of the broken doors, and I can assure you they weren't like that before you got there. What about leaving junk in front of my garage for almost a week? What about taking things that shouldn't have been taken like the new garden hose? 
  
  Sincerely,
  
  ***********************************

  Business response

  08/07/2023

  Thank you for your reply. I have looked over your photos and read you reply.  I am still at the same conclusion I was last week.  We did what we were asked to do and charged accordingly. Here are some photos.  I say some as we have 50 plus phots and also a 360 view of each room when we arrived and also when we pulled all of the equipment.  We can provide all of them if need be.  

  The claim that you were over charged is a complete over exaggeration.  A dumpster is $560.00 (HERE ARE SOME LINKS FOR YOU TO LOOK AT ************************************************ OR ************************************************************************************************************************************************ )

  As far as the items that are broken and stolen you have shown me a broken bi-fold door.  I don't see it being broken in any of the photos I have from the time we arrived and the time we left.  If we did brake something it would have some proof that we did the damage.  The 9-panel glass door is 100% un-broken from the photos I have.  I can not find a hose in any of the 360 or photos we have. From all I can see is we did a good job based on what we were allowed to do. 

  When I look at the files, I have photos prior to starting work and photos after work I cannot find a garden hose, broken bifold door or a broken back door.  We use *********** on every job to make sure we document what is in the home when we start and what is in the home when we finish, so when we have disputes, we can easily close them out and move on for both parties.  The costs you were charged are set stand pricing for the work that took place.  You signed off on not having us do further work that would associate itself with cat 3 water. 

  We did what we were hired to do and by the photos we did a good job.  The items you speak of I have no indication that we have done the damage you are talking about as I stated prior we use *********** and that captures all of the items prior to us starting work and all the items end that work (equipment pickup - final mopping)

  Customer response

  08/09/2023

   
  Complaint: 20400873
  
  I am rejecting this response because: YOU CAN SEE THE BROKEN PIECE OF DOOR IN THE PHOTOS YOU SHARED. Stop lying, it only confirms the lack of professionalism. How much a dumpster costs is irrelevant, because you hauled this junk with a truck - nearly A WEEK after the initial "work". Why have you not addressed the junk being left outside my garage at all in the course of this many responses? I shouldn't have to call you a half dozen times to finish the bare minimum of the work you agreed to do. What do you think a floor shot of the laundry room proves? The cabinets to the left were filled with waterlogged junk that was left untouched. As far as I can tell you didn't do anything in half the basement. IN YOUR OWN PICTURES YOU CAN SEE JUNK STILL LEFT ON THE ****** You were in my house for less than an hour, this was not $1,600 worth of "work". Your untrained laborers did an impromptu demolition in my basement and were vulgar the whole time. I heard them swearing after they bashed the door too. The transparency and communication of this company is garbage, and neither the service nor demeanor was "professional". The hose was on the couch you took. Surely you have a before pic of the couch right? Am I as a consumer and flood victim expected to record the phone calls and so on? I could have called a junk removal company and had better service for one tenth the cost. I talked to my insurance agent too, and he hadn't received any paperwork either. I wish I had read the yelp and consumer affairs reviews of this company prior. The frustration of dealing with a flood is made 10 times worse after dealing with charlatans. Why on Earth would I hire you to do the mold remediation after the half assed unprofessional "work" you did the first time. Ridiculous.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called them out for service, we had a flooded basement, We had a plumber come out and we were referred to servepro by this plumber, We were coated a price of 3 to ****. dollars, We agreed to that, The he suddenly *******. We were never informed of a price adjustment or any issues that might raise the quoted price by 3 to ****.00 dollars. We are seniors and we never signed on for this cost, We do not want other seniors citizens to be taken.

  Business response

  04/08/2022

  In regard to a complaint filed by:

   

  ********************
  19 W *************************************************************** 60523
  **********
  *******************

   

  Are records here at our office and at the *********** in Galatine ******** we are not finding that ******************* is or was a client of ours.  Please let us know if we can be of any further service.  At this time we find that this is a none issue on our end and hope that the outcome is resolved with whomever it falls on.

   

   

  

   

  *****************************

  OFFICE: ************ Ext 410

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩